SimboDIYAS - After-hours On-call AI Agent


SimboDIYAS Workflow Customization: Configure the On-call Answering Service - Admin Panel

Purpose

This article explains the full configuration of the On-call Answering Service in SimboConnect so that you can adjust AFRA workflows for your practice.

Where to go

  1. Open Admin.

  2. Go to Answering Service Management.

  3. Select Configurations.

  4. Click Edit.

What you can configure

Detailed behavior

Tips and good practices

SimboDIYAS Workflow Customization: Enable During Hours Smart Answering Service - Admin Panel

Purpose

Turn on smart call handling during working hours so messages flow to the dashboard instead of personal voicemail.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. Check Enable During Hours Smart Answering Service.

  3. Click Save.

What happens after enabling

Tips and good practices

SimboDIYAS Workflow Customization: Enable Hospital Answering Service and Add Hospitals - Admin Panel

Purpose

Accept and manage calls from hospital staff for routine and urgent consults.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. Check Enable Hospital Answering Service.

  3. In Hospital Name, enter each hospital you support.

  4. For each hospital, enter a short Code. Keep it short and unique.

  5. Click Save.

What happens after enabling

Tips and good practices

SimboDIYAS Workflow Customization: Enable Smart Bifurcation of Calls from ER and Floors - Admin Panel

Purpose

Ask hospital callers to specify ER or Floor so messages reach the right on-call flow.

Prerequisite

Hospital Answering Service must be enabled.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. Check Enable smart bifurcation of calls from ER and Floors from hospitals.

  3. Click Save.

What happens after enabling

Tips and good practices

SimboDIYAS Workflow Customization: Enable Smart Bifurcation by Hospital Name - Admin Panel

Purpose

Ask callers to select the hospital they are calling from and route based on that choice.

Prerequisite

Hospital Answering Service must be enabled and hospitals must be added.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. Check Enable smart bifurcation of calls from different hospital names.

  3. Click Save.

What happens after enabling

Tips and good practices

SimboDIYAS Workflow Customization: Announce Available Doctors and Let Callers Choose a Doctor - Admin Panel

Purpose

Allow callers to route to a specific on-call doctor when appropriate.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. To enable announcements for a scenario, check one or more of:

    • Enable Own Calls Providers For Hospital Routine

    • Enable Own Calls Providers For Hospital Stat

    • Enable Own Calls Providers For Office Urgent

  3. Ensure the Doctor List contains the doctors who can receive calls.

  4. Click Save.

What happens after enabling

Tips and good practices

SimboDIYAS Workflow Customization: Manage the Doctor List for Announcements - Admin Panel

Purpose

Add and maintain the doctors that the Copilot can announce or route to.

Steps

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. When you enable any of the "doctors taking their own calls" -> In Doctor List, enter the following for each doctor:

    • First name

    • Last name

    • Email

    • Phone number

  3. Use the add button to include additional doctors or the remove button to delete one.

  4. Click Save.

Notes

Tips and good practices

SimboDIYAS Workflow Customization: Test and Validate Answering Service Changes - Admin Panel

Purpose

Confirm that your configuration changes produce the workflow you expect.

Steps

  1. After saving any change, place a test call from an external phone line.

  2. Walk through the expected path:

    • During hours message capture

    • Hospital selection

    • ER or Floor choice

    • Hospital name choice

    • Doctor announcement and selection

  3. Check the dashboard for the created message and tags.

  4. If routing to a doctor was expected, confirm that the call or notification reached the correct person.

Troubleshooting checklist

Tips and good practices

SimboDIYAS Workflow Customization: Best practices for Hospital Short Codes - Admin Panel

Purpose

Create clear and useful short codes for hospitals to improve speed and accuracy.

Guidelines

How to update

  1. Open Admin → Answering Service Management → Configurations → Edit.

  2. Update the Code field next to each hospital.

  3. Click Save and test a hospital call to see the new tags in the dashboard.

Tips and good practices

Reset your password

Phone Copilot: Forgot and Reset Password

This article explains how users can recover access to phone Copilot when they forget their password, and how they can set a new password safely.

What this feature does

Forgot Password

  1. Go to Forgot Password from the sign in screen.

  2. Enter your email address and select Send reset link.

  3. If that email is in our system, you will receive an email with a reset link.

  4. The page will show: If the address is in our system, we have sent a reset link.

Notes

Reset Password

  1. Open the email on a trusted device and select the Reset password link.

  2. A secure page will open in your browser.

  3. Enter a new password and confirm it.

  4. Select Reset password to finish.

  5. You will see Your password has been updated and a link to sign in.

Password tips

Security and privacy

I did not request a reset

Getting help

If you need help at any point, contact Phone Copilot Support at support-connect@simbo.ai or from the Help menu inside the app.

Last updated: 16 September 2025

How to open Organization Settings - Admin Panel

What this covers: Getting to the correct page and understanding the layout.

Steps

  1. Sign in to Phone Copilot.

  2. In the top navigation, select Admin.

  3. In the left sidebar, under Organization Settings, click Organization Settings.

  4. You will see two main areas on this page:

    • Organization Information at the top.

      This is where you set your organization name, spoken labels, address, country, timezone, and security.

    • Specify working hours of the organization below.

      This is where you set business days, common start and end times, and custom time slots for each day.

What you will see on this page

Tip: If you see an Edit button at the bottom, click it to switch into edit mode before making changes. After you finish, click Save if it appears.

How to update Organization Information

What this covers: Profile details, spoken labels, address, timezone, and security.

Steps

  1. Go to Admin → Organization Settings.

  2. If needed, click Edit.

  3. In Organization Information, complete or update these fields:

    • Organization Short Label. A short code or label that appears in parts of the product. Example: IHC.

    • Organization Long Label (Spoken). A clear name used by the voice agent when speaking to callers. Example: Ideal Health Center.

    • Fax number. Fill this if your office uses fax.

    • Note: The following fields are non-editable and cannot be updated here:

      • Organization Name, Address, City, State, Zipcode, Country, Timezone

     

  4. (Optional) Turn on security:

    • Check Enable Two Factor Authentication if you want users to sign in with a second step for better security.

  5. In Office Address (Spoken), enter a simple, caller-friendly address. Example:

    Simbo INC, 31 Street, Boston, US

  6. Click Save if the button is shown.

Tips and good practice


How to set business hours and spoken office hours

What this covers: Working days, common hours, custom time slots, and the spoken message read to callers.

Steps to set your working hours

  1. Go to Admin → Organization Settings and scroll to Specify working hours of the organization and click → edit.

  2. Choose your Common Start Time and Common End Time.

    • Example: 9:00 AM to 5:00 PM.

    • If you are open 24 hours, set 12:00 AM to 11:59 PM.

  3. Select your working days by checking the boxes for Monday through Sunday as needed.

  4. If a specific day has different hours, use Custom Times:

    • Find the day row, for example Monday Custom Times.

    • Click + Add Custom Time Slot.

    • Enter Start Time and End Time for that slot.

    • Repeat to add more slots for lunch breaks or split shifts.

      Example: 8:00 AM–12:00 PM and 1:00 PM–5:00 PM.

    • Use Remove to delete a slot.

  5. When all days look correct, click Save if the button is shown.

Steps to write your spoken office hours

  1. In Organization Information, find Office Hours (Spoken).

  2. Type a friendly sentence that matches the hours you set.

    Example: We are open Monday to Friday from 8:00 AM to 5:00 PM. On Saturday we are open from 9:00 AM to 1:00 PM.

  3. You can click Write with AI to generate a draft, then edit the text to match your policy.

  4. Click Save if the button is shown.

Examples

Troubleshooting


Get to know the Inbound dashboard

Purpose: Understand what you’re seeing and how calls are organized.

Where: Top navigation → Inbound.

What you see

Tips

Create your own persistent dashboards (Favorites)

Purpose: Save any filter combination so you can return to it with one click.

Steps

  1. Open the Filter panel  (blue circle with sliders) .filter_ss.png

  2. Configure your criteria (Type, Language, Status, Copilot, Intent).

  3. In the Favorites section of the panel, choose Add/Save current filters (wording may show as Save, +, or Add to Favorites).

  4. Name your favorite (e.g., “Appointments – EN – Open”).

  5. Save. Your new favorite appears in the Favorites list (alongside examples like All‑es, Appointments, Refill, Veronica).

  6. To use it later, open the Filter panel and tick the favorite’s checkbox.

  7. To remove a favorite, click the red delete icon next to it.

Tips and good practices

Teams often make favorites for each queue they work (e.g., Refill – In‑progress, Order Status – Spanish).

Use shortcut dashboards (preset filters)

Purpose: Jump to common call categories with one click.

Steps

  1. On the Inbound page, click a shortcut: Like All, All‑ES, Appointments, Refill, or Orders.

  2. The table updates to show only matching calls. For example, Appointments shows calls with “appointment” intents.

  3. Use Items per page to adjust how many calls you see at once.

These shortcuts are just filters saved by the user only for quick access. You can also make your own (see Create Your Own Persistent Dashboard Favorites).

Search calls Or SMS interactions

Purpose: Find a specific caller or reason fast.

Steps

  1. Click into Search (top‑right).

  2. Type any of the following:

    • Phone number (full or partial): e.g. 617-334-2317

    • Primary reason keyword: refill, appointment, billing

    • Assignee name (if your org uses assignment)

  3. Press Enter. Combine with filters for best results (see Create your own filters).

Filter calls (Type, Language, Status, Copilot, Intent

Purpose: Narrow the list to exactly what you need.

Steps

  1. Click the Filter button (blue circle with sliders) near the Search box.

  2. In the Filter panel, set any of the following:

    • Type: Call or Msg

    • Language: English, Spanish

    • Status: Open, In‑progress

    • Copilot: choose one or more lines (e.g., DEMO Line Integrated, AI Routing)

    • IVR Selection → Intent: check one or more intents (e.g., New Appointment, Refill, Message for Office, Order Status, Urgent, STAT, etc.)

  3. Apply the filter (the table updates). Use Reset in the panel to clear selections.

Tips and good practices

Combine Language = Spanish with the Intent you care about to staff bilingual agents efficiently.

Work with grouped call threads (by phone number)

Purpose: Handle multiple interactions from the same person as a single workflow.

Steps

Tip and good practice

When you complete a task for a group, move/assign the open item to the right owner and update disposition (per your clinic process).

Place an outbound call from the dialer (HIPAA‑compliant)

Purpose: Call a patient or a third party directly from SimboConnect.

Steps

  1. Click the floating phone button (bottom‑right).

  2. The dial pad opens.

  3. Type or paste a number, or click the keypad.

  4. Press the green call button to start the call.

  5. When finished, end the call. The interaction is logged on the dashboard.

Notes

Send a HIPAA‑compliant chat message from the calls workflist dashboard (home screen)

Purpose: Coordinate with your team without leaving the dashboard.

Steps

  1. Click the floating chat button (bottom‑right).

  2. Select the recipient or channel per your clinic setup.

  3. Send your message. Chat runs in a secure, HIPAA‑compliant channel.

Tip and good practices

Use chat to hand off a call thread or to request an internal callback.

Refresh, collapse, and paginate on Inbound calls worklist

Purpose: Control how much you see and keep the list fresh.

Column quick reference for calls worklist dashboard

Icon guide on main home screen (call worklist dashboard)

Best practices

SimboDIYAS — Home Screen All Calls Worklist Dashboard

This guide turns your video walkthrough into structured help content your customers can use. It covers how to open the All Calls dashboard, understand what you see, filter/search, create persistent dashboards, manage tasks, and take actions on calls.

1) Overview: What the All Calls dashboard shows

The All Calls dashboard is your real‑time work queue. It:

Why grouping matters: Multiple calls from the same number are often related to the same person and task. Grouping helps you work the full context without losing history.

2) Open the All Calls dashboard from the main screen

Follow the same entry path shown at the start of the video:

  1. From the Phone Copilot home screen, open the left navigation.

  2. Select Calls (or Dashboard, depending on your layout).

  3. Choose All Calls to land on this screen.

Tip: If your account uses custom wording, your entry may read Calls → All Calls or Dashboard → Calls. The video’s intro demonstrates this exact click path.

3) Anatomy of a call group (grouped by phone number)

Each entry represents a call group (all calls from the same number):

4) Primary reason, status, language & other metadata

5) Search the calls list

Use the Search box at the top right:

  1. Click the Search field.

  2. Type a name, number, reason, note keyword, or status.

  3. Press Enter to run the search.

  4. Clear the query to return to the full list.

Tip: Combine Search with Filters to narrow to a very specific working set.

6) Filter the calls list

Open Filter (top right) to include/exclude by common fields:

  1. Click Filter.

  2. Choose conditions (e.g., Primary reason = Appointments, Status = New, Language = Spanish).

  3. Apply to update the list.

  4. (Optional) Click Save as dashboard to store this filter permanently (see next section).

Note: The video shows creating these persistent views directly from the Filter panel.

7) Create & use persistent dashboards (shortcut chips)

Persistent dashboards are saved filters that appear as shortcut chips at the top (e.g., Appointments, Refill, Veronica):

  1. Set your filters (and search, if needed).

  2. Click Save as dashboard.

  3. Name it clearly (e.g., Appointments, Refill, or a teammate’s name).

  4. Your new dashboard appears as a chip. Click the chip anytime to re‑apply the view.

  5. Re‑order or remove chips from the chip overflow/menu.

Team tip: Create common dashboards for roles (Front Desk, Refill team) so everyone lands on a focused queue with one click.

8) Work a call: open details, review notes/transcript, and navigate the call thread

  1. Click a call group row to open the Call Details (drawer or page, depending on layout).

  2. Review the AI/agent notes, summary, and any transcript/recording linked to the call.

  3. Move through the thread (older/newer calls) to understand context.

  4. Add a note or attach a task (see next section) as needed.

  5. Update the status before closing the call details.

Goal: Each time you open a call, either complete it or push it forward (assign, task, schedule, or request info) and reflect that in the status.

9) Manage tasks from the dashboard

Tasks let you track follow‑ups tied to a call/thread.

Tip: Use concise task names (e.g., Confirm 10/12 appt window) so they read well in the row.

10) Update call status (single & bulk)

Best practice: Keep statuses truthful. If a task remains, avoid Done; choose Waiting/In Progress instead.

11) Assign, mention teammates, and hand off work

12) Quick actions from the row (⋯ menu)

The ⋯ menu on each call row provides shortcuts such as:

Exact options vary by role and configuration. The video demonstrates clicking through these to work a call without leaving the list.

13) Bulk select and bulk actions

  1. Hover the list and check the rows you want to include.

  2. Use the bulk bar at the top/bottom to apply actions (e.g., Status, Assign, Archive).

  3. Confirm to apply changes to all selected threads.

14) Sort and time range controls

15) Filter by language and reason (operations views)

To route specific workloads:

Save each as a persistent dashboard for one‑click access.

16) Create an “Appointments” view (example)

  1. Click Filter.

  2. Set Primary reason = Appointments.

  3. (Optional) Add Status = New and a Time range.

  4. Apply, then Save as dashboard and name it Appointments.

  5. Use the Appointments chip to work these calls quickly.

17) Create a “Refill” view (example)

  1. Click Filter.

  2. Set Primary reason = Refill.

  3. (Optional) Add Language or Assignee.

  4. Apply, then Save as dashboard and name it Refill.

18) Create a teammate-specific view (example: Veronica)

  1. Click Filter.

  2. Set Assignee = Veronica (or filter by Created by/Team as needed).

  3. Apply, then Save as dashboard and name it Veronica.

  4. Click the Veronica chip anytime to review just that teammate’s workload.

19) Save, rename, and share a persistent dashboard

Call Details screen overview (single-page guide)

Purpose: Explain every part of the Call Details screen shown in the two snapshots and how staff can use it in one workflow.

Steps

  1. Open the call

    • Click a call from your queue to open the Call Details screen.

  2. Use the header bar

    • Select More info to view internal details such as Call ID, Copilot line, call time, duration, language, and call reason.

    • Use Block to block this number if it is spam. An admin can later unblock it.

    • Click I am Working on it to show ownership to your team.

    • Click Mark as Resolved when the work is complete, or use the Status menu to set Open, In-progress, Resolved, or Resolved No Response.

    • Use Assign To to send the call to a teammate. Click Submit to notify them by email.

    • Use the thumbs up or thumbs down icons to give quick AI feedback.

  3. Review caller history on the left

    • Scroll the left panel to see all past calls and SMS from this phone number with time and status badges (Open, Resolved, and others).

    • Click any entry if you need to open a past interaction.

  4. Read the transcript in the center

    • The center panel shows the full conversation between the Copilot and the caller.

    • Click the play icon next to any bubble to hear that exact part of the audio.

    • Use the copy icon on a bubble if you need the exact text.

  5. Listen to the full recording

    • At the very bottom of the center panel, use the audio player to play the entire call recording.

  6. Scan the AI summary and requests on the right

    • At the top of the right panel, confirm Patient Info such as DOB, patient ID, insurance ID, email, and phone. Use copy icons to copy values.

    • Read the Summary card to understand the call outcome in seconds. The example shows a three and a half minute call that the Copilot resolved.

    • Open PII Data to check key identity details captured in the call.

    • Review Open message for office if the patient left questions or messages.

    • Open Request – Need Appointment to see structured details such as reason (for example, Regular check-up) and provider (for example, Dr. John Foster).

    • Open Request – Confirm Appointment to see if a confirmation is needed or already done.

    • Use the Audit Trail button to view any automated actions or messages sent by the Copilot.

  7. Add Staff Comments

    • At the lower part of the screen, type your note in Staff Comments and click Save. Examples: updates, call outcomes, or instructions for a teammate.

  8. Optional quick actions

    • Use the phone button to call the patient back from this screen.

    • Use the message button to open SMS chat with the patient. You can send messages, receive replies, and download images the patient sends.

What you will see on this page

Tips and good practice

 

Navigate the Call Details screen

Purpose: Help staff understand the three-panel Call Details screen and where to find common actions.

Steps

  1. Open a call in Phone Copilot.

  2. Look at the three columns on the screen.

    • Left: history for this caller.

    • Middle: full call transcript with play buttons.

    • Right: AI summary, requests, and patient info.

  3. Use the top bar to see Caller ID and quick actions like Block, I am Working on it, and Mark as Resolved.

What you will see on this page

Tips and good practice

View caller history and past SMS

Purpose: See previous calls and text conversations from the same phone number.

Steps

  1. Open a call.

  2. In the left panel, scroll through the list to see time, status, and reason for each past interaction.

  3. Select any item to open it.

  4. Items labeled Open or Resolved show call records. Items labeled with a chat icon show SMS threads.

What you will see on this page

Tips and good practice

Play a specific audio part of the call

Purpose: Listen to the exact audio segment that matches a transcript line.

Steps

  1. In the middle transcript, find the line you want to verify.

  2. Click the small play button on that line.

  3. The player will jump to that exact spot and play only that segment.

Tips and good practice

Listen to the full call recording

Purpose: Review the entire call in one go.

Steps

  1. Scroll to the bottom of the middle panel.

  2. Use the full audio player to play, pause, or scrub through the recording.

Tips and good practice

Read the AI Summary and request blocks

Purpose: Understand the call quickly and see what Phone Copilot already handled.

Steps

  1. Look at the right panel.

  2. At the top, review Patient Info such as DOB, insurance ID, patient ID, email, and phone.

  3. Read the Summary card to learn the purpose and outcome of the call.

  4. Expand Request cards such as Need Appointment or Confirm Appointment to see the structured details.

  5. Use the copy icons to copy any line if needed.

What you will see on this page

Tips and good practice

Send and receive SMS text chat

Purpose: Chat with patients by SMS from inside the call record.

Steps

  1. Open the call and locate the chat box on the right side of the screen.

  2. Type your message in the “Type your message” field.

  3. Click the send icon to send an SMS.

  4. When the patient replies, messages appear live in the same thread.

  5. Click any image in the thread to view or download it.

What you will see on this page

Tips and good practice

Use Write with AI and Templates in SMS

Purpose: Reply faster with suggested text and pre-built responses.

Steps

  1. In the SMS composer, click Write with AI to get a draft reply based on the call summary.

  2. Review and edit the suggestion if needed.

  3. Click Templates to choose a pre-filled message for common situations.

  4. Send your message.

Tips and good practice

Call back a patient from the dashboard

Purpose: Place a return call without leaving the Call Details screen.

Steps

  1. Open the call.

  2. Click the call icon near the Caller ID or within the action area.

  3. Confirm the number and start the call.

Tips and good practice

Block a spam or bot caller

Purpose: Stop the Phone Copilot from answering future calls from a spam number.

Steps

  1. Open the call from the unwanted number.

  2. Click Block at the top of the screen.

  3. Confirm the action.

Tips and good practice

Assign a call to a teammate and notify them

Purpose: Route work to the right person and create accountability.

Steps

  1. Open the call.

  2. Use the Assign To dropdown near the top right.

  3. Choose the staff member.

  4. Click Submit.

  5. The assignee receives an email notification that the call has been assigned.

Tips and good practice

Set the call status

Purpose: Show progress and keep the queue clean.

Steps

  1. Open the call.

  2. Use the Status dropdown and choose one of these options:

    • Open

    • In-progress

    • Resolve

    • Resolved No Response

    • Delete

  3. Click Mark as Resolved when the task is complete.

  4. Use I am Working on it to broadcast that you have taken ownership.

Tips and good practice

Leave Staff Comments for your team

Purpose: Document follow-ups and decisions for later review.

Steps

  1. Open the call and scroll to the Staff Comments box.

  2. Type your note, for example, “Spoke with patient. Needs to discuss prescription with provider.”

  3. Click Save.

What you will see on this page

Tips and good practice

Copy patient data with one click into your EHR

Purpose: Copy phone numbers, IDs, and structured fields into your EHR without retyping.

Steps

  1. In the right panel, find the field you need to copy

  2. Click the copy icon next to the value.

  3. Paste into your EHR.

Tips and good practice

Set Phone Number and Date of Birth Formats for EHR Copy Paste

Purpose: Make copied data paste directly into your EHR without edits.

Steps

  1. Open any call.

  2. In the right panel, locate the settings for Phone Number Format and Date of Birth Format.

  3. Choose the format your EHR expects.

    • Phone example formats: (617) 800-9983, 617-800-9983, 6178009983.

    • DOB example formats: 12-03-1994, 12/03/1994, 1994-12-03.

  4. Save your selection.

  5. The display and copy action will now use your saved formats for all calls.

Tips and good practice

View the Audit Trail

Purpose: See automated actions performed by the Copilot and outbound messages sent to the patient.

Steps

  1. Open the call.

  2. Click Audit Trail near the top right.

  3. Review the list of automated actions such as SMS messages and system updates.

Tips and good practice

Give quick feedback on the AI

Purpose: Help improve the Copilot and flag issues.

Steps

  1. Open the call.

  2. Use the thumbs up or thumbs down control near the top.

  3. If a comment box appears, add a short note and submit.

Tips and good practice

Use More Info for call metadata

Purpose: Find the internal Call ID and related technical details for support.

Steps

  1. Open the call.

  2. Click More Info near the Caller ID.

  3. Note the Call ID, Copilot line, call time, duration, language, and reason.

Tips and good practice

Verify patient identity and details

Purpose: Confirm who called and match the record to your EHR.

Steps

  1. Open the call.

  2. In the right panel, check Patient Info such as name, DOB, patient ID, insurance ID, email, and phone.

  3. Use the copy icons to move any values into your EHR.

Tips and good practice

Confirm what Copilot already resolved

Purpose: Avoid double work by checking outcomes first.

Steps

  1. Open the call.

  2. In the Summary and Request sections on the right, look for items marked "RESOLVED".

  3. If everything is complete, update the status to Resolved.

Tips and good practice

Download and use patient images from SMS

Purpose: Capture photos that patients send and extract important details.

Steps

  1. Open the SMS thread for the call.

  2. Click on any image to open it.

  3. Download if you need to attach it to the chart.

  4. Use the parsed text that SimboConnect shows for common cards to copy values into your EHR.

Tips and good practice

Take ownership with "I am Working on it"

Purpose: Signal to your team that you are actively handling this call.

Steps

  1. Open the call.

  2. Click I am Working on it at the top.

  3. Proceed with your actions such as SMS, assignment, or status updates.

Tips and good practice

Copy from transcript and share exact wording

Purpose: Capture exact phrases from the call when wording matters.

Steps

  1. Anywhere in the screen identify the text you want.

  2. Locate a copy icon and click on it to copy the content

  3. Paste it into your note or SMS.

  4. If needed, click the play icon to confirm the audio for that line.

Steps to change DOB and phone format for direct copy

  1. Locate the patient info on the right panel where phone and DOB appear.

  2. Hover over them to see setting icon, click on it.

  3. Choose a phone format such as:

    • (123) 456-7890

    • 123-456-7890

    • 1234567890

     

  4. Choose a DOB format such as:

    • MM/DD/YYYY

    • DD/MM/YYYY

    • DD-MM-YYYY

Tips and good practice

Language handling in SimboDIYAS

Purpose: Know how languages work in the call review.

Steps

  1. Listen to audio in the original language using the center or bottom players.

  2. Read the dashboard content in English in the right panel.

Tips and good practice

Manage SMS Text Chat With Patients in SimboDIYAS

Purpose: This guide explains how to use SimboConnect to send and receive SMS text messages with patients. It covers live chat, pictures, AI extraction from IDs and insurance cards, quick replies with Write with AI and Templates, and basic task management.

What you can do

Open the patient chat

  1. Open the patient call, text interaction from the main home screen.

  2. Go to the SMS Chat icon on top-left side on panel next to "More Info". You will see the message history, patient phone number, and controls such as Write with AI, Templates, the message text box, and the Send button.

Tip: The chat updates in real time. New patient messages will appear as they arrive.

Send a text message

  1. Click in Type your message….

  2. Write your message in simple, clear language.

  3. Click Send.

The patient will receive the message as a normal SMS on their phone. Their reply will appear in the same thread.

Receive and manage replies

Handle pictures from patients

Patients can attach pictures in their SMS reply. Examples include a photo of a driver license, an insurance card, a referral, or a wound image.

AI extraction from IDs and insurance cards

When the picture looks like an ID or an insurance card, SimboConnect AI will parse key fields and show them in the chat panel. Examples include:

You can copy and paste these details into your EHR or intake forms. Always verify the text against the image before saving.

Reply faster with Write with AI

Write with AI creates a suggested response based on the call or chat context and the patient summary on the screen.

  1. Click Write with AI.

  2. Review the suggested reply.

  3. Edit the text for tone and accuracy.

  4. Click Send.

Good uses: acknowledging receipt of a document, sharing next steps, confirming a scheduled time, or giving simple instructions.

Reply faster with Templates

Templates are pre-written messages for common situations.

  1. Click Templates.

  2. Choose a template that fits the situation, for example appointment confirmation, document request, or prescription refill instructions.

  3. Personalize the placeholders if needed.

  4. Click Send.

Tip: Keep templates short and action oriented. Add a direct question if you need the patient to confirm or provide something.

Assign, track, and resolve

SMS conversations can create tasks. You can manage them in the same panel.

This keeps ownership clear and helps your team respond on time.

Best practices

Troubleshooting

Summary

With SimboConnect, your front office can handle SMS conversations in one place. You can send and receive texts in real time, accept and download patient pictures, use AI to extract key fields from IDs and insurance cards, respond quickly with Write with AI and Templates, and assign or resolve the work as a task. This keeps your patient messaging fast, accurate, and easy to manage.

View Resolved Calls in SimboDIYAS

Purpose: This article explains how to open the Resolved calls screen and how to read everything on it. Use this screen to review calls that were completed either by the Simbo AI Copilot or by your staff.

Who can use this

Front office agents, supervisors, and admins who manage inbound or outbound phone activity in Phone Copilot.

Open the Resolved calls screen

  1. Sign in to the Phone Copilot dashboard.

  2. In the top navigation, select Resolved calls.

  3. The Resolved calls page opens and shows the most recent resolved calls.

Screen overview

The page has two main areas:

  1. Filters and actions bar at the top

    • Select Copilot. Choose a phone line or Copilot to limit results.

    • Caller Number. Type a full or partial phone number to search.

    • Enter a Date Range. Pick start and end dates to see calls from a specific period.

    • Fetch History. Apply your filters and refresh the list.

    • Clear. Reset all filters.

  2. Resolved calls table

    A list of calls with one row per call. You can click any row to open more details.

Table columns explained

Paging and list size

View more details for a call

  1. Click any row in the table.

  2. The call details page opens where you can review the full information for that call.

Tips and good practices

Custom AI Agents in SimboDIYAS: Overview and Use Cases

Purpose: Explain what custom AI agents are, why they are useful for front office teams, and how to open them from the Phone Copilot app.

What are custom AI agents

Custom AI agents in Phone Copilot automate repetitive front office tasks. They are designed for HIPAA compliance inside your Simbo AI environment. From the top bar, open HIPAA Compliant AI Agents to see available tools such as language translation, SimboGPT, and custom letter creation.

Why this helps your practice

Where to find the agents

  1. Sign in to Phone Copilot.

  2. Look at the top bar and select HIPAA Compliant AI Agents.

  3. Choose an agent from the dropdown. e.g. AI Language Translator, SimboGPT, and many more.

Common examples

Access and roles

Tips and good practices

Create Custom Letters with Voice

Purpose: Show how to create a draft letter on your practice letterhead using voice. Your menu may show Custom Letters or another name.

What you can do

Steps

  1. Open the top menu HIPAA Compliant AI Agents.

  2. Select Custom Letters (may appear as Low Vision Letter in samples).

  3. Click the mic button.

  4. Speak your request. Example: “Create a letter for patient ID 12345. The letter states that the patient needs a follow‑up eye exam within two weeks. Address it to City Vision Clinic.”

  5. Stop recording. The draft letter appears.

  6. Review the text. Edit names, dates, and clinical statements if needed.

  7. Save or print using your practice workflow.

Example voice prompts

Troubleshooting

Tips and good practices

Work with SimboGPT (HIPAA Compliant AI Chat)

Purpose: Explain how to use SimboGPT to get help from an AI chat that is designed for HIPAA compliance.

What you can do

Steps

  1. Open HIPAA Compliant AI Agents on the top bar.

  2. Select SimboGPT.

  3. Type or paste your question. You can also click the mic if available and speak.

  4. Read the answer. Ask follow‑up questions if you need more detail.

  5. Copy the result into your message, letter, or note as needed.

Sample prompts

Safety notes

Tips and good practices

AI Language Translator at the Front Desk

Purpose

Help staff translate a live conversation with a walk‑in patient using the microphone. This tool supports more than 50 languages.

What you can do

Steps

  1. Open HIPAA Compliant AI Agents.

  2. Select AI Language Translator.

  3. Choose the patient language and your language.

  4. Click the mic to start listening.

  5. Let the patient speak. The agent shows or plays the translation.

  6. Click reply or press the mic to speak your response. The agent translates it back.

  7. End the session when the conversation is complete.

Help the patient feel comfortable

Tips and good practices

AI Agent Translator on a Phone Call

Purpose: Explain how to set up a two‑party phone call where the AI translates between both callers in turn, similar to a human translator.

What you can do

Steps

  1. Open HIPAA Compliant AI Agents.

  2. Select AI Translator on a Call.

  3. Enter the two phone numbers. Example: patient and specialist office.

  4. Set the preferred language for each party.

  5. Start the call. The AI will speak to each person in turn and translate what was said to the other party.

  6. When finished, end the call.

Best use cases

Tips and good practices

Enable or Create a Custom AI Agent

Purpose: Explain how your practice can request, scope, and enable a new custom AI agent in SimboConnect.

Who can request this

How to request

  1. Prepare a short description of the task you want to automate.

  2. Contact your account manager or send an email to support-connect@simbo.ai

  3. In your message include:

    • The task to automate. Examples: emails, phone calls, letters, language translation, faxes.

    • Whether you want the agent to integrate with your EHR and any other tools.

    • The steps the agent should follow and any rules to follow.

    • Sample inputs and the expected output. If a letter is needed, share the letterhead template.

    • Language needs, if any.

    • Any compliance or privacy notes specific to your practice.

What happens next

  1. The Simbo AI team reviews your request and confirms scope.

  2. You receive an estimate, a proposed timeline, and any access needs.

  3. If integrations are required, you may be asked to provide test access or vendor contacts for your EHR or other systems.

  4. The team builds the agent, tests it with sample data, and shares a preview for your approval.

  5. After approval, the agent is enabled in your SimboConnect account and your staff receives a quick walkthrough.

Timelines

Who can use these custom AI Agents in your practice

  1. The Simbo AI team can enable these custom AI agents individually to be available for specific users or specific locations or complete organization.

  2. Reach out to your account manager and provide details to enable/disable access to the custom AI agents.

After go live

Tips and good practices

Manage Dashboard Logins: Page Overview and Quick Actions - Admin Panel

Purpose

Help an admin understand the Dashboard Logins list and use the quick action icons for each user.

Where to find this

Admin tab → Dashboard Logins.

What you see

Steps: Use quick actions

  1. Locate the user in the list. Use Select Organization or the search field if needed.

  2. Click one of the icons in the user row:

    • Green pencil to open Edit Dashboard User.

    • Blue lock to open Reset Password.

    • Red cross to open Confirm Delete User.

Result

You are taken to the action screen for the selected user.

Tips and Good practices

Add a New Dashboard User - Admin Panel

Purpose

Create a new SimboConnect dashboard login, and optionally add the user as an On Call Provider.

Where to find this

Admin tab → Dashboard Logins → Add New.

Prerequisites

Steps

  1. In User Type, choose the role for this user, for example Admin, Frontdesk User, or Staff.

  2. In Select Organization, pick the organization this user belongs to.

  3. Enter the user Email.

  4. (Optional) Check Also add as an On Call Provider if you want this user added to On Call Providers.

  5. Enter Mobile if you have it. The example format is +1‑XXX‑XXX‑XXXX.

  6. Click Submit to create the user.

Result

The new user appears in the Dashboard User List for the chosen organization.

Tips and Good practices

Edit an Existing Dashboard User - Admin Panel

Purpose

Update a user’s organization, name, and role information.

Where to find this

Admin tab → Dashboard Logins → in the user row, click the green pencil icon.

Steps

  1. Review the Email at the top to confirm you are editing the right user.

  2. Update User Type if you need to change permissions.

  3. Update Select Organization if the user has moved teams.

  4. Update Firstname, Middlename if used, and Lastname.

  5. Add or update Mobile. You can follow +1‑XXX‑XXX‑XXXX as a guide.

  6. Click Submit to save changes.

Result

The user record updates in the Dashboard User List.

Tips and Good practices

Reset a User Password - Admin Panel

Purpose

Create a new password for a user who cannot log in or needs a security reset.

Where to find this

Admin tab → Dashboard Logins → in the user row, click the blue lock icon.

Steps

  1. Confirm the User Type and Email shown on the page match the intended user.

  2. Enter a New Password.

  3. Re‑enter the same value in Confirm New Password.

  4. Click Submit.

Result

The user password is updated. The user can sign in with the new password.

Tips and Good practices

Delete a Dashboard User - Admin Panel

Purpose

Remove a user’s access to the SimboConnect dashboard.

Where to find this

Admin tab → Dashboard Logins → in the user row, click the red cross icon.

Steps

  1. Click the red cross in the user’s row.

  2. In the Confirm Delete User dialog, review the email and user type.

  3. Click Confirm to complete the deletion. Click Cancel if you do not want to proceed.

Result

The user is removed from the Dashboard User List and can no longer log in.

Tips and Good practices

Search and Filter Dashboard Users - Admin Panel

Purpose

Quickly find users in large organizations.

Where to find this

Admin tab → Dashboard Logins.

Steps

  1. Use Select Organization at the top to narrow the list to one organization. This will be visible only if you have access to multiple organizations or locations.

  2. In Enter to search, type part of a name, email, or role to filter results.

Result

The table shows only the rows that match your filter.

Tips and Good practices

Access and understand the On Call Providers page - Admin Panel

Purpose: Help you reach the On Call Providers screen and understand what is on it.

Where to find this

  1. Sign in to the Phone Copilot Admin.

  2. In the left menu, under Organization Settings, select On Call Providers.

What you see

Result

You are ready to add, edit, delete, or search for on-call providers.

Tips / Good practices

Add a new On Call Provider - Admin Panel

Purpose: Guide you to create a new on-call provider record.

Steps

  1. Go to On Call Providers in the left menu.

  2. Click Add New on the top right.

  3. On the Add On Call User page, fill in:

    • Firstname

    • Lastname

    • Email

    • Mobile in the format shown on screen (example pattern: +1-XXX-XXX-XXXX)

  4. Click Submit to save.

  5. Use Reset if you want to clear the form before submitting.

  6. Click Back at the top if you want to return without saving.

Result

The new provider appears in the On Call Providers list.

Tips and good practices

Edit an existing On Call Provider - Admin Panel

Purpose: Show you how to update a provider’s details.

Steps

  1. Open On Call Providers.

  2. Find the provider using the Search box if needed.

  3. Click the green Edit icon on that row.

  4. On the Edit On Call User page, update any of the following:

    • Firstname

    • Lastname

    • Email

    • Mobile (follow the on-screen format)

  5. Click Submit to save the changes.

  6. Click cancel to discard changes and go back.

Result

The list updates with the new details for that provider.

Tips and good practices

Delete an On Call Provider safely - Admin Panel

Purpose: Explain how to remove a provider and avoid schedule issues.

Important check before deletion

If the provider is part of any On Call schedule or Vacation Override in the future, remove or replace the provider in those items first. This prevents broken escalation paths and missed coverage.

Steps

  1. Open On Call Providers.

  2. Find the provider and click the red Delete icon.

  3. A confirmation window opens showing the provider’s details and a reminder to check schedules.

  4. Click Back to cancel. Click Confirm to delete.

Result

The provider is removed from the list. If the user was still on a future schedule, update those schedules immediately to maintain coverage.

Tips and good practices

Search, filter, and switch organizations on the On Call Providers page - Admin Panel

Purpose: Help you quickly find the right provider and operate in the correct organization.

Steps

A) Search for a provider

  1. Open On Call Providers.

  2. In Enter to search, type part of the name, email, or phone.

  3. The table narrows to matching rows.

B) Switch organization

  1. Use the Select Organization dropdown above the table.

  2. Choose the target organization.

  3. The list refreshes to show providers for that organization.

Result

You see only the providers you need, in the right organization context.

Tips  and good practices

Copilot Settings page in SimboDIYAS

Purpose: This article explains what you see on the Copilot Settings page in the Phone Copilot admin panel and what each field or button does.

Where to find this

  1. Sign in to the Phone Copilot admin panel.

  2. Select Admin on the top bar.

  3. In the left menu, open Copilot Settings.

What you see

How it works

Tips and good practices

Change the Copilot label

Purpose: This article shows how to rename the Copilot label that your internal team sees.

Steps

  1. Go to Admin → Copilot Settings.

  2. Make sure the correct Select Organization is chosen.

  3. Click Edit.

  4. In Label, type the new name.

  5. Click Save if a save button is shown for the section, or move focus to store the change if saving is automatic.

  6. Verify the new label appears at the top of the page.

Notes

Set or update the Default Greeting - Admin Panel

Purpose: This article explains how to create or edit the message that callers hear by default before AI takes over.

Steps

  1. Go to Admin → Copilot Settings.

  2. Click Edit.

  3. Find Default Greeting.

  4. Enter the greeting text you want callers to hear.

  5. Click Save.

  6. Place a test call to confirm the new greeting is spoken.

What callers will hear

Tips and good practices

Add a Holiday or Temporary Greeting Override - Admin Panel

Purpose: This article shows how to create a time bound greeting for holidays, office closures, or special events.

Steps

  1. Go to Admin → Copilot Settings.

  2. Click Add Holiday or Temporary Greeting Override.

  3. In the panel that opens:

    1. Set the From date and time when the override should start.

    2. Set the To date and time when the override should end.

    3. Type the Greeting that callers should hear during this period.

  4. Click Save.

What happens next

Tips and good practices

How greeting priority works - Admin Panel

Purpose: This article clarifies which message the caller hears and when.

Priority rules

  1. If a Holiday or Temporary Greeting Override is active within its From and To window, the caller hears the temporary greeting.

  2. If no override is active, the caller hears the Default Greeting.

  3. When the override window ends, the system returns to the default greeting by itself.

Visual cues in the UI

Tips and good practices

Input Forms Label Reference for Copilot Settings - Admin Panel

Purpose: This article lists each field and button on the page with a short description.

Input Forms Label Reference

Tips and good practices

Troubleshooting greeting changes - Admin Panel

Purpose: This article helps you resolve common issues after editing greetings.

Checklist

  1. I changed the Default Greeting but callers still hear the old message

    • Check if a Temporary Greeting Override is active. If yes, callers will hear the override until the To time.

  2. My temporary greeting did not play at the planned time

    • Confirm the From and To times and the correct time zone.

    • Verify that you clicked Save in the override panel.

  3. The default greeting did not return after the holiday

    • Confirm the To time has passed.

    • Refresh the page and review the override panel for any future dates.

  4. I edited the label but the name did not update for other users

    • Ask teammates to refresh their browser.

    • Confirm you edited the correct organization.

Tips and good practices

Message Templates in SimboDIYAS: Overview - Admin Panel

Purpose: Explain what Message Templates are and where to find them in Phone Copilot.

What are Message Templates

Message Templates are reusable SMS messages for your front office team. You can save common replies and send them quickly during patient chats. Templates saved in the Admin panel are available to all users in your organization.

Where to find Message Templates

  1. Open Phone Copilot and sign in.

  2. Select Admin on the top navigation.

  3. In the left sidebar, open Copilot Settings.

  4. Click Message Templates.

What you see on the list page

Result

You understand the purpose of templates, where they live, and how the list page is organized.

Tips and good practices

Viewing and Searching Message Templates - Admin Panel

Purpose: Show how to browse and search the existing templates.

Steps

  1. Go to Admin > Copilot Settings > Message Templates.

  2. If you manage more than one organization, pick the correct one from Select Organization.

  3. Use the Search box above the table to filter by words from the heading or the message text.

  4. Scroll through the table to review results. The Template column shows the message content.

Result

You can quickly find the template you need without opening each row.

Tips and good practices

Creating a New Message Template - Admin Panel

Purpose: Guide an administrator through adding a new template that is shared with all users.

Steps

  1. Open Admin > Copilot Settings > Message Templates.

  2. Confirm Select Organization is set to the right organization.

  3. Click Add New.

  4. On the Create New Template screen:

    • Enter a Template Heading. Example: “Appointment Confirmation”.

    • Enter the Template Text. Example: “Based on your request with Simbo, your appointment is scheduled on <appt_time>. Reply Y to confirm. Reply C to change.”

  5. Click Save to publish the template for your organization.

  6. Click Cancel if you do not want to save your changes.

Result

The new template appears in the list and is available to all users during SMS chats.

Tips and good practices

Editing an Existing Message Template - Admin Panel

Purpose: Show how to update the heading or text of a template.

Steps

  1. Go to Admin > Copilot Settings > Message Templates.

  2. Use Search to find the template you want to change.

  3. On the row, click the Edit icon (pencil).

  4. On the edit screen, update the Template Heading and Message Text as needed.

  5. Click Save.

Result

Your changes are saved and the updated template is immediately available to all users.

Tips and good practices

Deleting a Message Template - Admin Panel

Purpose: Explain how to safely remove a template that is no longer needed.

Steps

  1. Open Admin > Copilot Settings > Message Templates.

  2. Find the template you want to remove.

  3. Click the Delete icon (trash).

  4. In the confirmation dialog Are you sure you want to delete?, click Submit to confirm or Cancel to keep the template.

Result

The template is removed from the list and is no longer available to users.

Tips and good practices

Using Placeholders in Message Templates - Admin Panel

Purpose: Describe how to work with placeholder fields inside template text.

What are placeholders

Placeholders are tags inside angle brackets that your team can replace with real values at send time. For example: <appt_time> used in "Based on your request with Simbo, your appointment is scheduled on <aptt_time>. Reply Y to confirm. Reply C to change".

How to add placeholders

  1. In the Template Text box, type the placeholder exactly as configured in your workflow.

  2. Save the template.

Tips and good practices

Selecting Specific Organization Settings across the Admin Panel

Purpose: Explain how the Select Organization control works across all Admin sub-menus in Phone Copilot, who can see it, and what an organization means in this context.

What an “Organization” Means

In Phone Copilot, an organization can be any of the following, depending on how your account is set up:

Admins can use the same Admin screens to view or change settings separately for each organization, site, or department.

Who Sees Select Organization

Where You Will See It

The Select Organization control appears near the top of Admin pages across sub-menus, for example:

What It Does

Changing the selection changes the context of the page. You will view and modify settings for the chosen organization only. Items like templates, schedules, and other Admin settings are specific to that selection.

How To Use It

  1. Sign in to Phone Copilot.

  2. Open Admin from the top navigation.

  3. Locate Select Organization near the top of the page.

  4. Open the dropdown and choose the organization, site, or department you want to manage.

  5. Review or update settings in the current sub-menu.

  6. Repeat the selection steps when you need to switch to a different organization.

How To Enable Multiple Locations/Org Access

If you have an admin in your team who has access to all orgs, please ask them to edit your user access with that. If not, please contact your account manager or send email to support-connect@simbo.ai.

Result

You manage each organization, site, or department independently from the same Admin screens, with changes applied only to the selected context.

Tips and good practices

Unblock Callers - Admin Panel

Purpose: Use this page to restore calling access for phone numbers that were previously blocked in Phone Copilot. Admins can search for blocked caller IDs, review who blocked them and when, and unblock a number if it was blocked by mistake.

How to get here

  1. Go to Admin.

  2. In the left menu, select Unblock Caller.

Page overview

If there are no entries, it means there are no blocked caller IDs for the selected organization.

Unblock a caller

  1. Select the correct Organization.

  2. Use Search to locate the caller ID, or scroll the list.

  3. Review Blocked By and Blocked On to confirm the entry is correct.

  4. Click Unblock for that caller.

  5. Confirm the action if prompted.

After unblocking, the number is removed from the blocked list and can call your Phone Copilot lines again.

Find a specific caller quickly

Troubleshooting

Tips and good practices

Manage Holidays and Unplanned Off-Hours - Admin Panel

Purpose: Use this page to tell Phone Copilot when your front office is closed. During these times the AI Phone Copilot switches to after-hours mode.

Access

  1. Open Admin.

  2. Select Holiday/Off-Hour Schedule.

  3. If you manage more than one organization, choose the correct organization from the selector at the top.

What you can do here

Add a new holiday or off-hour entry

  1. Select Add New.

  2. Enter a clear Name. Example: Christmas, Office Training, Power Outage.

  3. Set From Date Time and To Date Time for the closure window.

  4. Save.

Result: The entry appears in the table and the copilot treats that window as after-hours.

Mark unexpected off-hours

Use the same Add New flow:

Edit an entry

  1. Find the entry in the table.

  2. Select the Edit icon.

  3. Update the name or the time window.

  4. Save.

Delete an entry

  1. Find the entry in the table.

  2. Select the Delete icon.

  3. Confirm the deletion.

How the schedule works

Troubleshooting

Tips and good practices

Import and Export Holiday Schedules with Excel - Admin Panel

Purpose: Use Excel to add many closures at once, or to back up and share your schedule outside Phone Copilot.

Access

Open Admin > Holiday/Off-Hour Schedule.

Export the current schedule

  1. Select Export Holiday Schedule (Excel).

  2. Save the file. It contains your existing entries.

Prepare a file for bulk upload

  1. Open the exported Excel file or your internal template.

  2. Add or edit rows with the following fields:

    • Name of the holiday or off-hour.

    • From Date Time.

    • To Date Time.

  3. Use the date and time format shown in your account. Keep start before end. Do not include notes in extra columns.

Upload a holiday schedule

  1. Select Upload Holiday Schedule.

  2. Choose your Excel file.

  3. Confirm the upload and wait for the success message.

Result: New rows are added. Rows that match existing items by identifier or exact values are updated, depending on your configuration.

Maintain the schedule over time

Troubleshooting

Tips and good practices

On-Call Scheduling Overview - Admin Panel

Purpose

Explain how Phone Copilot routes after-hours calls to the right person using on-call schedules.

What the feature does

Key areas on the page

Tips and good practices

Switch Between Calendar and Table Views - Admin Panel

Purpose: Show how to see on-call coverage either on a calendar grid or in a sortable table.

Steps

  1. Open On-Call Schedule.

  2. Select Calendar to view a monthly grid.

    • Hover any entry to see who is on call, their phone, call type, and alert group.

    • Double-click an entry to open it for editing.

  3. Select Table to view the same entries in rows with key columns.

When to use each view

Tips and good practices

Adding On-Call Schedule - Admin Panel

Purpose: Guide a scheduler to add a single on-call entry for a specific period.

Steps

  1. Open On-Call Schedule and select the correct organization if you use more than one.

  2. Select Add Schedule.

  3. Enter From Date Time and To Date Time.

  4. Select Primary On Call Doctor or the appropriate contact.

  5. Choose Alert Preferences (the protocol that defines how alerts are sent).

  6. Choose Select Call Type (the call categories the entry will handle).

  7. Select Save.

Notes

Tips and good practices

Edit or Delete an On-Call Schedule Entry - Admin panel

Purpose: Explain how to adjust an existing schedule.

Edit steps

  1. In Calendar view, double-click the entry.

    In Table view, select the edit icon for the row.

  2. Update date, time, assignee, call types, or alert preference.

  3. Select Save.

Delete steps

  1. In Table view, select the delete icon for the row.

  2. Confirm the deletion.

Tips and good practices

Configure the Fallback On-call Schedule - Admin Panel

Purpose: Set a default contact who receives alerts when no other schedule matches.

How it works

If a call arrives and there is no matching on-call entry for that time and call type, Phone Copilot sends the alert to the contact defined in the Fallback Schedule.

Steps

  1. Open Default Schedules.

  2. In Fallback Schedule, select edit if present, or Add to create one.

  3. Set a broad From Date Time and To Date Time period that covers your operating horizon.

  4. Select Send Alert To contact.

  5. Choose the Alert Preferences to define the alert protocol.

  6. Select Save Schedule.

Tips and good practices

Create a Recurring On-call Schedule - Admin Panel

Purpose: Automate repeating coverage such as weekdays or weekends.

Steps

  1. Open Default Schedules and select Recurring Schedule.

  2. Select From Date and To Date to define the period where the pattern applies.

  3. Enter From Time and To Time for each day the pattern runs.

  4. Set Repetition (Daily, Weekly pattern, or similar options shown in the list).

  5. Choose Send Alert To and Alert Preferences.

  6. Select Select Call Type to target the right categories.

  7. Select Save Recurring Schedule.

Examples

Tips and good practices

Choosing Call Types for On-call Schedule - Admin Panel

Purpose: Explain how call types control which calls a schedule handles.

What call types represent

A call type is a group that reflects the source and urgency of the call. Typical groups include but not limited to:

Steps

  1. When adding or editing a schedule, open Select Call Type.

  2. Pick one or more groups that the assignee should handle.

  3. Save the schedule.

Tips and good practices

Set Alert Preferences (Alert Group) on a On-call Schedule - Admin Panel

Purpose: Explain what the Alert Preferences field does during scheduling.

What it controls

Alert Preferences define the protocol that Phone Copilot uses to notify the on-call person. A protocol can include up to three steps and can mix email, text, and phone calls with specific wait times and backups. The actual protocols are created and maintained in Alert Groups. The schedule simply references one of those protocols.

Steps

  1. When adding or editing a schedule, open Alert Preferences.

  2. Choose the protocol name that matches your escalation policy.

  3. Save.

Example protocol idea

Tips and good practices

Import and Export On-call Schedules with Excel - Admin Panel

Purpose: Show how to manage schedules in bulk with a spreadsheet.

Export steps

  1. Open On-Call Schedule.

  2. Select the Download icon near the Calendar and Table view buttons to export the current schedule to Excel.

Import steps

  1. Download the template first to confirm the required column headers.

  2. Update entries in Excel.

  3. Return to On-Call Schedule.

  4. Select the Upload icon to import your file.

Tips and good practices

Verify On-call Coverage Using Calendar and Table View - Admin Panel

Purpose: Provide a quick checklist to ensure every after-hours call is routed.

Steps

  1. In Calendar view, scan each day and night band for entries. Hover items to confirm the right person, call type, and alert group.

  2. In Table view, sort by From Date Time and Call Type to look for missing periods.

  3. Confirm that Fallback Schedule is present and active.

  4. If you find a gap, create a one-time schedule or adjust a recurring schedule.

  5. After changes, refresh the view and recheck.

Tips and good practices

Alert Groups in SimboDIYAS: Overview - Admin Panel

Purpose: Explain what an Alert Group is, how alerts flow during after-hours, and how to view Alert Groups in the Phone Copilot admin menu.

What is an Alert Group

An Alert Group is a reusable alerting protocol or alerting preference that tells Phone Copilot who to notify, when to notify, and how to notify during after-hours on-call requests. Each Alert Group can contain one or more alert steps. Each step defines:

You select an Alert Group when you set up an on-call schedule. This keeps your escalation logic consistent across schedules.

Alert Types

When you create an Alert Group, you choose one of these types to scope when the group applies:

How alert steps work

  1. The first step runs at 0 minutes from the time Phone Copilot receives the on-call request.

  2. If the request is not resolved within the step’s interval, the next step runs.

  3. Steps continue until someone picks up the request or the sequence ends.

Example flow: Text the Primary at 0 minutes. If unresolved after 15 minutes, place a Call to the Primary. If still unresolved, escalate to Backup 1, and so on.

Where to view Alert Groups

  1. Sign in to Phone Copilot as an administrator.

  2. Open Admin in the top bar.

  3. In the left panel, expand On-call Schedule Management.

  4. Select Alert Groups.

  5. You will see each group with its steps listed by Interval (minutes), Who, and Mode. Use the page controls to review or open a group.

When Alert Groups are used

Tips and good practices

Create or Edit an Alert Group for After-Hours On-Call Alerts - Admin Panel

Purpose: Provide step-by-step instructions to add a new Alert Group or edit an existing one, and explain each field.

Before you start

Add a new Alert Group

  1. Go to Admin.

  2. Open On-call Schedule Management in the left panel.

  3. Select Alert Groups.

  4. Select Add to open the Alert Group form.

  5. Select Alert Type

    • Doctor-based alert: Choose the doctor.

    • Call-type based alert: Choose the call type or tag such as urgent.

    • Custom alert: Enter a clear name for the policy.

  6. Build your alert steps:

    • For Alert 1, set Interval (minutes). Use 0 for immediate notification.

    • Choose Mode: Text, Call, or Email.

    • Under On Call Doctors, select who receives this step: Primary, Backup 1, or Backup 2.

    • Select the plus icon to add more steps. Repeat interval, mode, and who for each step.

    • Use increasing intervals to create an escalation path.

  7. Select Save. Your new group appears in the list and is ready to attach to on-call schedules.

Edit an existing Alert Group

  1. Go to Admin → On-call Schedule Management → Alert Groups.

  2. Open the group you want to change.

  3. Update the Alert Type settings if needed.

  4. Adjust steps: change Interval, Mode, or Who. Use the plus icon to add steps. Remove any step you no longer need.

  5. Select Save to apply the changes.

Use the Alert Group in an on-call schedule

  1. Open Admin → On-call Schedule Management → On Call Schedule.

  2. Create or edit the schedule for after-hours.

  3. In the schedule setup, choose the Alert Group you created.

  4. Save the schedule.

Input forms reference

Tips and good practices

Understanding Vacation and Temporary Overrides - Admin Panel

Purpose: Explain what a Vacation or Temporary Override is in Phone Copilot, why it is useful, and where to find it in the Admin area.

What is a Vacation or Temporary Override

A Vacation or Temporary Override lets you replace a scheduled on-call doctor with another doctor for a limited time window. It is a quick way to handle unplanned time off, short leaves, or one-time swaps without changing the main on-call schedule.

During the selected window, Phone Copilot treats the replacement doctor as the on-call doctor. Outside that window, the original schedule remains unchanged.

When to use it

Where to find it

  1. Sign in to Phone Copilot Admin.

  2. Open Admin.

  3. Go to On-call Schedule Management.

  4. Select Vacation/Temporary Changes.

What you will see on the page

The page shows a table of overrides that are active or upcoming from the current time. Typical columns include:

Actions available per row:

There is also an Add button to create a new override.

Permissions

Only users with schedule administration access can add, edit, or delete overrides.

Tips and good practices

Manage Vacation and Temporary Overrides: Add, Edit, Delete, and View - Admin Panel

Purpose: Provide clear steps to add, edit, delete, and view Vacation or Temporary Overrides in SimboConnect.

Before you start

Add a new override

  1. Go to Admin → On-call Schedule Management → Vacation/Temporary Changes.

  2. Select Add.

  3. In the dialog:

    • Set From date and time.

    • Set To date and time.

    • Select the Existing On Call Doctor to be replaced.

    • Select the Replacement On Call Doctor who will cover.

  4. Select Save.

Result: The override appears in the list and will take effect for the selected window.

Edit an existing override

  1. Go to Vacation/Temporary Changes.

  2. Find the override in the list and select Edit.

  3. Update the From, To, Existing On Call Doctor, or Replacement On Call Doctor as needed.

  4. Select Save.

Result: The system updates the override with the new details.

Delete an override

  1. Go to Vacation/Temporary Changes.

  2. Find the override to remove and select Delete.

  3. Confirm the deletion.

Result: The override is removed and the base schedule applies for that time period.

View active and upcoming overrides

Troubleshooting

Tips and good practices

Access Analytics in SimboDIYAS - Admin Panel

Purpose: Help you reach the analytics reports for phone operations in Phone Copilot.

Where to find this

  1. Sign in to Phone Copilot.

  2. Open Admin.

  3. Under Analytics, choose one of the reports:

    • Call Volume

    • Call Details

    • Customer Journey

Date range

What you can learn

Tips and good practices

Call Volume Report: Overview - Admin Panel

Purpose: Show total volume trends so you can plan staffing and office hours.

What is in this report

How to use it

  1. Set the Select Duration.

  2. Review Weekday Averages to spot your busiest days.

  3. Review Hourly Averages to see peak hours.

  4. Look at Daily Call Volume to find spikes or dips on specific dates.

Questions this report answers

Tips and good practices

Call Volume: Weekday Averages - Admin Panel

Purpose: Understand which weekdays receive more or fewer calls.

Reading the panel

Actions to take

Tips and good practices

Call Volume: Hourly Averages - Admin Panel

Purpose: Identify peak hours during the day.

Reading the panel

Actions to take

Tips and good practices

Call Volume: Daily Call Volume - Admin Panel

Purpose: Track exact call counts for each day in the selected period.

Reading the panel

Actions to take

Tips and good practices

Call Details Report: Overview - Admin Panel

Purpose: Show what callers need, who handled calls, and how fast requests were closed.

What is inside

How to use it

  1. Set the Select Duration.

  2. Start with Call Bifurcation to see the top reasons.

  3. Check Call Assignments to balance workloads.

  4. Review Call Closure Time to find process delays.

  5. Use Call Closers to recognize contributors and coach where needed.

Tips and good practices

Call Details: Call Bifurcation - Admin Panel

Purpose: Explain why people are calling your practice.

Reading the panel

Actions to take

Tips and good practices

Call Details: Call Assignments - Admin Panel

Purpose: Show how many calls each user is assigned.

Reading the panel

Actions to take

Tips and good practices

Call Details: Call Closure Time / SLA - Admin Panel

Purpose: Measure how long it takes to close a caller’s request.

Reading the panel

Actions to take

Tips and good practices

Call Details: Call Closed By (Call Closers) - Admin Panel

Purpose: Identify who is closing calls and at what share.

Reading the panel

Actions to take

Tips and good practices

Customer Journey Report: Overview - Admin Panel

Purpose: Show how calls flow from start to finish, including transfers, pickups, misses, and handle time.

What you will see

How to use it

  1. Set the Select Duration.

  2. Look at the first split to see how many calls are transferred.

  3. Follow the branches to see which destinations pick up and how fast.

  4. Review talk times to understand effort on each path.

Questions this report answers

Tips and good practices

Customer Journey: Transfers, Pickup, Missed Calls, and Handle Time - Admin Panel

Purpose: Turn journey insights into concrete actions that reduce missed calls and shorten time to help.

Steps to improve

  1. Lower unnecessary transfers

    • Map the top transfer reasons to better screen prompts or knowledge articles.

  2. Increase pickup rate

    • Check hours with low pickup in Hourly Averages and add coverage.

  3. Shorten handle time

    • Standardize call notes and templates for the top reasons from Call Bifurcation.

  4. Protect high value paths

    • If one branch serves urgent needs, make it a priority route with clear ownership.

What to monitor

Tips and good practices

Analytics Glossary - Admin Panel

Purpose: Provide clear meanings for terms used in SimboConnect analytics.

Terms

Tips and good practices

Operational Playbook: Turning Analytics Into Action - Admin Panel

Purpose: Give you a simple routine to review analytics and improve service every week.

Weekly rhythm

  1. Monday: Check Daily Call Volume for last week. Note spikes.

  2. Tuesday: Review Weekday and Hourly Averages and adjust schedules.

  3. Wednesday: Review Call Bifurcation and update scripts or FAQs.

  4. Thursday: Check Call Closure Time and remove process blockers.

  5. Friday: Review Customer Journey and plan one improvement for transfers or pickup.

Simple checklist

Tips and good practices

User Roles Dashboard

Purpose

Explain what each Phone Copilot user role can access, when to use each role, and how to choose the correct role when creating a new user.

Overview

It is an AI Phone Copilot for front office teams. Users sign in to a dashboard where access is controlled by roles. There are three roles:

Each role controls what the user can see and do in the product.

Role Comparison at a Glance

Capability

Admin

Front Desk

Staff

View all phone calls in the Call Work List

Yes

Yes

No (only assigned)

View SMS/text messages

Yes, all

Yes, all

No (only assigned)

See resolved calls list

Yes

Yes

Yes

Change organization settings

Yes

No

No

Configure Co-pilot settings and workflows

Yes

No

No

Manage on-call schedules

Yes

No

No

Access analytics and reporting

Yes

No

No
In this guide, “calls” includes both phone calls and SMS text conversations.

Role Details

Admin

Best for: Practice owners, operations leaders, and trusted IT leads.

What they can see:

Everything. All calls, all text messages, all resolved calls, and the full Admin portal.

What they can do from the Admin portal:

When to assign:

Assign Admin only to a small group that must control settings, compliance, and reporting across the entire organization.

Front Desk

Best for: Receptionists and front office coordinators who handle day-to-day communications.

What they can see:

What they can do:

Work through inbound and outbound tasks, triage unassigned items, and keep the queue clean. They do not have access to Admin portal features.

When to assign:

Assign Front Desk to team members responsible for monitoring all patient communications and distributing work.

Staff

Best for: Individual providers and team members who should only see their own workload.

What they can see:

What they can do:

Respond to and close out their assigned items. They do not see items assigned to others and do not have access to Admin features.

When to assign:

Assign Staff to clinicians and specialists who should focus on their own tasks without exposure to the full queue.

How to Choose the Right Role When Creating a User

Use this quick decision guide during user creation:

  1. Does this person need to change settings or view organization-wide reports?

    • Yes → Admin

    • No → Go to step 2

  2. Should this person see and manage the entire communications queue for the practice?

    • Yes → Front Desk

    • No → Go to step 3

  3. Should this person only see items assigned to them?

    • Yes → Staff

    • No → Reassess responsibilities. Most non-admin users should be Front Desk or Staff.

Typical Assignments

Changing Roles Later

Only an Admin should change a user’s role. If responsibilities change, update the role from the Admin portal in the user management area. Changes take effect on the next login or page refresh.

Security and Privacy Notes

Tips and Good Practices

Get started with SimboDIYAS: Step by Step Registration

Get started with SimboDIYAS

What SimboDIYAS does

SimboDIYAS is an AI powered answering service for medical practices. It helps screen patients, handle after-hours and overflow calls, and route messages to the correct on-call team. You can manage schedules, alerts, and message templates from an admin dashboard.

Website: https://diyas.simboconnect.com

Before you start

Step 1. Enter your email to begin

  1. Go to the SimboDIYAS website.

  2. Enter your work email in the “Enter Email ID to get started” field on the right.

  3. Press Next.

Snapshot:

step1-main-wesbite-start-registration.png

Step 2. Create your administrator account

  1. Enter First Name and Last Name.

  2. Enter Zip Code and Phone number (xxx-xxx-xxxx).

  3. The phone number specified preferably be a cell phone which helps sending some critical alerts, if required.

  4. Confirm your Email is correct.

  5. Create a Password. Minimum length 8, use upper and lower case letters, at least one special character, and a digit.

  6. Re-enter the same password.

  7. Press Register.

Snapshot:

Step2-enter-personal-detail-admin-diyas.png

Step 3. Choose a subscription plan

  1. Review the available plans. You can pick Basic, Practice Starter, or Practice Premium.

  2. Each plan includes a dedicated VoIP phone number and answering workflows. Higher tiers include more calls and extra features.

  3. Press Subscribe under the plan that fits your practice.

Snapshot:

step3-select-the-plan-diyas.png

Step 4. Enter payment information

  1. On the secure checkout page, confirm your Email.

  2. Choose Card or Cash App Pay as your payment method.

  3. If you have a promo code, select Add promotion code and apply it.

  4. Select Subscribe to complete payment.

Snapshot:

step4-enter-credit-card-details-diyas.png

Step 5. Enter practice details

  1. Type your Organization Name.

  2. Enter Address Line 1, optional Address Line 2, City, and Zip Code.

  3. Confirm State and Timezone.

  4. Press Next.

Snapshot:

step5-enter-practice-details-diyas.png

Step 6. Follow the on-boarding screen

  1. You will land in the admin dashboard with a setup guide.

  2. At the top you will see your dedicated AI Answering Service phone number. Forward your practice calls to this number to start receiving messages.

  3. Use On Call Schedule and Alert Groups to set coverage and routing.

  4. Review Copilot Settings and Message Templates to customize call handling.

Snapshot:

step6-follow-onboarding-screen-steps.png

Step 7. Rolling out the AI Answering Service

Step7-rollout-phone-copilot.png

Step 8. On-boarding and workflow configurations

What happens next


Need help

Email connect-support@simbo.ai from your work email and include your practice name.